2022-2023 Audi Key User Pairing Failure TSB

Why This Matters

The ability to set a key user in your Audi's Multi Media Interface (MMI) system is crucial for accessing various Audi connect features and personalizing your vehicle settings. When the Audi key user pairing failure occurs, it prevents owners from fully utilizing these functionalities, impacting convenience and the overall connected car experience.

Symptoms

Owners of affected Audi vehicles may experience the following:

• The key user cannot be set in the vehicle using the MMI.
• When attempting the key user pairing in the MMI, a message of "please wait" is shown indefinitely, and then times out after a few minutes.

This issue primarily affects vehicles that are Model Year 2022 or newer with the MIB3 MMI system, built on or after Calendar Week 25 of 2021 (CW25/21), excluding TT/R8 models. It also impacts Model Year 2021 A8/S8 vehicles with the MIB3 MMI system built on or after CW25/21.

Technical Background

At the start of production for Model Year 2022, customers encountered difficulties setting the key user in their vehicle's MMI system using the provided vehicle code. This issue also extended to certain Model Year 2021 A8 models. The problem stemmed from a technical issue in the Audi connect backend, which has since been resolved as of Calendar Week 10 of 2023 (CW10/23).

Audi introduced a new "Audi connect Activation Card" for Model Year 2022 vehicles, including Model Year 2021 A8, to replace the older plastic vehicle code key tag. However, some early Model Year 2022 Q5 and Q4 vehicles were delivered without this activation card, and there was no method to replace it.

Important Notes for Owners

Audi has provided several critical advisories regarding this issue:

• As of Q3 2021, there is no possible way to replace a missing Audi connect Activation Card. If your card is missing, you must open a web ticket with the Audi connect Technical Support Team to request the activation of the Preliminary Key user and provide your email address.
• All new cars starting with Model Year 2023 will be supplied with the new Activation Card.
• The QR code on the activation card does not function in the USA. It directs to the European myAudi web portal, which is not for US customers.
• The key user will not be set in the vehicle until the customer completes the myAudi login with the same myAudi email address within 72 hours after the preliminary key user is set in the Audi connect backend.
• If the customer fails to complete the pairing within the required 72 hours, the process must be restarted by removing the customer's VIN from the app and scanning the code again.
• This TSB is informational only and not applicable to any Audi warranty.

How to Resolve the Audi Key User Pairing Failure

For customers with either a plastic vehicle code on a key tag or the new Audi connect Activation Card, Audi has implemented a new support concept called "Preliminary Key User," which was released worldwide starting CW25/21. This process allows a support person or dealer to pre-set the key user in the Audi connect backend before the customer performs the myAudi login in the vehicle.

There are two methods to set a Preliminary Key User:

1. Dealer Assistance: Dealers can set the Preliminary Key User using the AoA Customer Registration Application.
2. Customer Self-Service: Customers can set the Preliminary Key by entering or scanning the vehicle code directly into the myAudi app for their specific vehicle.

To complete the Key User pairing, you must enter your myAudi login credentials into the MMI. Navigate within the MMI to "Users >> Add New User" to finalize the process. Remember, this final step must be completed within 72 hours of the Preliminary Key User being set in the backend.

Owner Action

If you are experiencing the Audi key user pairing failure, first check if you have your Audi connect Activation Card or plastic vehicle code. If you have it, you can attempt to set the Preliminary Key User via the myAudi app. If the card is missing, or if you encounter any issues, contact your Audi dealer or the Audi Digital Business Support Hub for assistance. They can help activate the Preliminary Key User and guide you through the process.

NHTSA ID

NHTSA ID: 10237001